Arnold Clark Car Hire

[cuzznx]

Hi all,

I have a question that i hope someone can help me with.

 

I booked and paid for a car from the above company, for one week over the Christmas period, to pick up on Christmas Eve.

I booked and paid for this car via their website, well in advance of the holidays.

 

Having been stung before by another company, i checked Arnold Clark website looking for the amount of deposit required.

 

It clearly states on the FAQ page, that a deposit is not normally required, however check at time of booking.

 

Now being completely paranoid these days, i checked by phoning the company and asked if a deposit was required, the answer i was given was a definite "NO"

I still wasn't sure though, as it is strange that most other companies require a deposit,

so i checked the website again and trawled every page, nothing.

 

I phoned the company again a few days later to double, double check and was given the same reply "NO"

 

On the day of hire, i phoned the branch from where i was due to pick the car up from and was put through to a central switchboard,

who also couldn't get through to the branch but they would get them to phone me back, still waiting!!!

 

While on the phone i asked again from customer services if a deposit was required, the answer again was"NO".

 

I went to pick the car up and on entering the reception, i was met with a sign that from "30/10/12 a £200 deposit was required"

I assumed that didn't mean if you had already prebooked.

 

I presented all the documentation that they had requested and was then asked for a £200 deposit.

When i explained that no mention of a deposit was made, either verbally or via the website,

i was told that it states on the website FAQ page that a deposit is required.

I pointed out that it doesn't say that at all and refused to pay a deposit, they refused then to hire the car to me and refunded my money.

 

My question is,

are they in breach of contract and do i have a right to sue them in the small claims court?

I had taken what i deem necessary action to ensure the validity of the hire agreement.

 

When i got home i phoned the customer service department to complain and was told that it was now company policy to take a deposit,

although, no where on the site or elsewhere does it say about that.

 

Needless to say, my refund will not go into my bank until after christmas,

so i couldn't go elsewhere and get something arranged.

 

Christmas has been ruined, i was unable to go over to my son's and spend the holiday with his family and my grand daughter's first Christmas, as was arranged.

Someone please tell me that i have a good case or even some advice.

Cheers.

cuzznx

Edited December 26, 2012 by dx100uk

[Conniff]

Get to that page at the rush and take a screen shot of it.

 

Can you post up the url you used? If you can't post a link, just spell it out.

 

Do I have to pay a deposit?

 

Whilst we don't normally ask for a deposit to be paid at the start of the hire, this is subject to customer qualification, please ask at time of booking.

 

You asked and were told no.

[cuzznx]

Hi Conniff,

Yes, at the time of booking and since, about 2-3 times.

I have already printed the pages from arnold clark website, just in case!

http://arnoldclarkrental.com/faq

http://arnoldclarkrental.com

Cheers.

cuzznx

[stu007]

Hi

 

These two PDF Screenshots of the FAQ and Terms of Hire may be of use:

 

Now please check the Terms of Hire as under Payments it does state 'For advance bookings payment in full is required'.

[Conniff]

Sorry cuzz, things might be a bit slow today, (I'm off up my sons for tea), but things will pick up and help offered in the next couple of days.

[cuzznx]

Hi stu007,

I paid in full at the time of booking on my debit card. Had they required a deposit, it should have been taken then, which i could have questioned later.

cheers.

cuzznx

[cuzznx]

Hi conniff,

No worries,

I didn't expect any immediate responses.

Enjoy your tea!! I could have done the same but i haven't got the hire car!!lol

Cheers.

cuzznx

[cuzznx]

Hi conniff,

Just wondering if any further input has been made regarding my last email.

It is worth noting that someone from Arnold Clark rang me on New Years Eve and left a message.

I am now waiting to hear from them before i take any further action.

Cheers.

cuzznx